Routing based on queue data

Contact center admins can access different types of queue data to use for flow routing. For example, the number of agents, max wait time, or number of current engagements. This feature can be used for requirements such as routing a caller to voicemail if there are no available agents.

Requirements for routing based on queue data

Table of Contents

How to route based on queue data

  1. Add the Condition widget to reference queue data and set conditions for routing.
  2. Select the Condition widget and customize these settings in the Settings tab:
  3. Click the Exit tab to set the exit settings.

How to reference queue data using flow editor

You can reference and display queue data in the following widgets by enclosing the variable name in double curly brackets. For example, {{widgetname.variableName}}.

Notes:

 

Data variables

Below is a list of all widget variables available to the Flow when you have configured a Condition widget with the Get Queue Data setting. These variables can be accessed immediately after the Condition widget, such as in a Script widget. This enables you to perform complex custom logic that takes into account multiple factors in your routing decision.

Recommendations:

Note: When using a data variable shown in the table below, replace widgetname with the actual widget name that's set in the flow editor.

 
 
                 
Data labelData variableDefinition
Routable agentswidgetname.RoutableAgentsThe number of agents with capacity to handle additional active engagements.
Ready agentswidgetname.TotalAgentsInQueueThe number of agents with the Ready status that are opted-in to the selected queue.
Not ready agentswidgetname.NotReadyAgentsThe number of agents with the Not ready status that are opted-in to the selected queue.
Occupied agentswidgetname.OccupiedAgentsThe number of agents with the Occupied status that are opted-in to the selected queue.
Online, Opted-in agentswidgetname.OnlineOptedInAgentsThe number of agents who are both logged into Zoom Contact Center and opted into a queue including those who are Ready, Not Ready, or Occupied.
Offline agentswidgetname.OfflineAgentsThe number of agents with the Offline status in the selected queue.
Opted-in agentswidgetname.OptInAgentsThe number of agents that have opted in to the selected queue.
Opted-out agentswidgetname.OptOutAgentsThe number of agents that have opted out of the selected queue.
All agentswidgetname.TotalAgentsInQueueThe total number of agents in the selected queue.
All supervisorswidgetname.TotalSupervisorsInQueueThe total number of supervisors in the selected queue.
Engagements in queuewidgetname.EngagementsInQueueThe number of active engagements in the selected queue. See the metrics glossary for more information.
Estimated wait timewidgetname.EWTThe estimated wait time for the selected queue.
Position In Queuewidgetname.PositionInQueueThe position of the consumer in the queue.
Max wait durationwidgetname.MaxWaitTimeInQueueThe max wait duration for the selected queue. See the metrics glossary for more information.
Max engagements in queuewidgetname.MaxEngagementsInQueueThe maximum number of active engagements for the selected queue.
Operating hours availabilitywidgetname.OperatingHoursAvailabilityA boolean variable that indicates whether the queue is open according to the configured Operating Hours